Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?(Choose two.)

Only applications that allow WebDAV connections can be integrated

The imported article will have the same category it had in the source knowledge base

Imported external articles appear as attachments in ServiceNow

Only applications that allow WebDAV connections can be integrated

The imported article will have the same category it had in the source knowledge base

SharePoint blocks this integration

What are some benefits that Knowledge Product Entitlement provide? (Choose three.)

Makes it easier for Agents to manage case volume

Allows access to Knowledge Articles that are related to products owned by a customer

Makes it easier for Agents to manage case volume

Allows access to Knowledge Articles that are related to products owned by a customer

Information about customer's service contract

What are the characteristics of Knowledge Categories?

Shareable across KBs: No ; Multi-Level: Yes

Shareable across KBs: Yes ; Multi-Level: No

Shareable across KBs: No ; Multi-Level: Yes

Shareable across KBs: No ; Multi-Level: No

Shareable across KBs: Yes ; Multi-Level: Yes

Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)

Create cases on behalf of customers

Create requests on behalf of customers

Manage cases on behalf of customer service agents

Create cases on behalf of customers

Manage requests on behalf of customer service agents

Create requests on behalf of customers

Manage major incident communication on behalf of a customer service manager

What is the purpose of a Catalog Item variable?

Allows the customer or consumer to qualify their answer

Allows the customer to ask a question

Provides hint to the user on the field

Opens a chat session with customer support

Allows the customer or consumer to qualify their answer

Which of the following are true regarding the Community Portal application? (Choose two.)

It is available to any customer with a Community license

It is only available to CSM license holders

It is available to any customer with a Community license

It is available by default with the Support and Service portals

It is only available to CSM license holders

Most of the configuration does not require System Administrator role

What is required to enable the Follow the sun field on the Customer Service Case form?

The value property on the form must be set to true and the field added to the case form

Nothing, it is a standard field

The value property on the form must be set to true

The plugin 'com.snc.csm_time_recording' needs to be activated

The value property on the form must be set to true and the field added to the case form

In the Customer Service Management space, what does the term asset management mean?

Financial, contractual and inventory information of assets

A set of business activities and processes used to track assets

Tables in the Asset application

Tracking products or services customers are using

Which of the following roles cannot update a consumer's record?

sn_customerservice.consumer_agent

What is required to synchronize fields from a parent to a child case(s)?

Major Issue Management needs to be installed and certain properties enabled

The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated

Major Issue Management needs to be installed and certain properties enabled

No action required, this is a standard Customer Service Management feature

The role of sn_customerservice.customer_case_manager must be assigned

A consumer service agent receives and accepts a case which was created by a consumer. The agent needs and requests more information from the consumer. After receiving the information, the agent proposes a solution that is accepted by the consumer Given this scenario, what is the chronological order of case states used to manage this case?

New > Open > Awaiting Info > Open > Resolved > Closed

New > Work in Progress > On Hold > Work in Progress > Resolved > Closed

Open > Pending > Work in Progress > Resolved > Closed

New > Open > Work in Progress > Solution Proposed > Closed

New > Open > Awaiting Info > Open > Resolved > Closed

When the virtual agent plugin is installed NLU is activated but is not available for use until what two configurations are completed?Choose 2 answers

Choose the NLU service provider

In the NLU Settings configure the Entity confidence threshold

In the NLU Settings configure the Intent confidence threshold

Which of the following best describes how the CSM application uses the Asset table?

ServiceNow uses the same Asset table for both CSM and ITSM. however, CSM has a different subset of fields

CSM uses the Product table instead of the ITSM Asset table

Because CSM Assets are managed differently from ITSM Assets. ServiceNow uses different Asset Tables foe CSM than it does for ITSM

ServiceNow uses the same Asset table for both CSM and ITSM. however, CSM has a different subset of fields

CSM uses the Product Model table instead of the ITSM Asset table

How can multiple service catalogs be made available on the Customer Service Portal?

Include them in the list of service catalogs on the Customer Service Portal record

Add them to the list of service catalogs in the Customer Service Portal header widget options

Create user criteria for each of the applicable service catalogs

Only the Customer Service service catalog can be used on the Customer Service Portal

What is the purpose of the sidebar feature in CSM Configurable Workspace?

To enable agents to collaborate with other agents or Subject Matter Experts (SMEs) in real-time for faster case resolution

Enables managers lo discreetly monitor chats between agents and customers

Enables agents to access response templates to help them resolve cases faster and more efficiently

To enable agents to collaborate with other agents or Subject Matter Experts (SMEs) in real-time for faster case resolution

Enables agents to keep information regarding details of the case visible at all times

ServiceNow CIS-CSM Practice Test 2 - Free Online Exam Prep & Questions

Contextual Search framework is used for providing Knowledge search results in which of these scenarios?

Entering question in portal only

Record Producer only

Both portal question entry and Record Producer

None of the above

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ServiceNow CIS-CSM Practice Test 2

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ServiceNow CIS-CSM Practice Tests

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